Skip to main content

Progressive, Loyalist, Multinational and Newcomers: Clusters for Targeting Organisational Customers for Insurance

Thiruvatal, Eappen, Petrovici, Dan Alex, Alcaraz, Jose M. (2013) Progressive, Loyalist, Multinational and Newcomers: Clusters for Targeting Organisational Customers for Insurance. Journal of Services Research, 13 (1). p. 31. ISSN 0972-4702. (The full text of this publication is not currently available from this repository. You may be able to access a copy if URLs are provided)

The full text of this publication is not currently available from this repository. You may be able to access a copy if URLs are provided. (Contact us about this Publication)

Abstract

Automotive dealerships play an integral role in the initial and on-going relationship between the purchaser and vehicle manufacturer. Evidence, mostly anecdotal, suggests that the buying and servicing experience of the paying public in regards to automotive dealerships is far from ideal. With continuous improvement systems such as TQM firmly embedded into the supply side of the car industry, questions still exist surrounding the level of service quality being adopted by car dealerships. The purpose of this paper is to establish if service quality is a pursued culture within new car dealership operations and determine if key quality principles such as top management support, customer focus, process management, and employee involvement are practised factors. Results indicated a reasonably high level of commitment to service quality within dealerships, including the factors considered important to the success of quality outcomes. Questions still remain about quality endorsement, the type of quality systems being used and the depth of penetration of quality at the ground level.

Item Type: Article
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Faculties > Social Sciences > Kent Business School > Marketing
Depositing User: Tracey Pemble
Date Deposited: 19 May 2014 14:03 UTC
Last Modified: 06 Feb 2020 04:09 UTC
Resource URI: https://kar.kent.ac.uk/id/eprint/41086 (The current URI for this page, for reference purposes)
Petrovici, Dan Alex: https://orcid.org/0000-0002-2688-5439
  • Depositors only (login required):